Technical Support Executive -ielts Examination
- Ezee Placement Service
- 0 - 1 Years
- Bengaluru
- 5 years ago
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Job Description
Job descriptionRoles and Responsibilities
Purpose of job:
Providing support (remotely) to Examiners and Test Centres during live Video Call Speaking testing. They will be ensuring that system and processes are adhered, to enable an efficient, compliant, and high-quality marking operation and ensure that Test Takers speaking scores are delivered within the agreed time frame.
Experience areas:
Experience of working in Exams IELTS process (any stream).
Able to simultaneously manage tasks for multiple processes
Be proficient with Microsoft office, especially excel and outlook
Have great interpersonal and communication skills
Knowledge of:
Essential
Excellent communication skills.
Analytical with excellent attention to detail.
Proficient in MS office applications
Ability to inspire and support people
Ability to plan well and prioritize work
Good decision-making
Proactive approach with focus on problem analysis & resolution
Desirable
Demonstrable experience of working as part of a dispersed team to deliver a service
Demonstrable experience of reacting positively to change
Accountabilities, responsibilities and main duties:
(including people management and finance)
Operations:
Operations management:
The role has following key deliverable:
Service Delivery
Stakeholder Management
Quality Management
Internal Customer Focus
Service Delivery
Schedule and allocate tests for Global Hub Examiners
Share relevant results with Test Centres
Act as point of escalation for Test Centre queries relating to Local Examiners
Send Apportionment timetables to Global Hub Examiners
Supporting Test Venues and Examiner Hubs during live tests across multiple time zones
Approving centre requests for Global Hub Examiner support
Assists managers with implementations of new processes
Scheduling training events, practice sessions and assessments for VCS Examiners
This will include following a troubleshooting guide that will be provided to them to help fix and triage issues.
Carry out super user tasks to help resolve test day issues
Act as the interface between GIS/China support teams and examiners
Act as the interface between examiners and Global Examiner hub team
Delivering efficiency by meeting & exceeding listed KPIs.
Process transactions as per process guidelines.
Other responsibilities as identified during the development of the role
Stakeholder Management
Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.
Quality Management
Achieving quality related KPIs of the process.
Ensuring that Process Compliances are followed.
Taking continual improvement initiatives in the process.
Internal Customer Focus
Responds knowledgeably and professionally to enquiries within VCS, to ensure internal customers receive high quality, prompt, and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise
Uses a range of enquiry, research, and analytical approaches to ensure they have an accurate understanding of the internal customers business needs and concerns before providing appropriate services, advice or problem-solving support.
Qualifications:
Educated to degree level or equivalent work experience
Further Information
CALL/WH***P@98*******6
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HR NIDHI
Employement Category:
Employement Type: Full timeIndustry: EducationFunctional Area: ITRole Category: Technical Support EngineerRole/Responsibilies: Technical Support Executive -ielts ExaminationContact Details:
Company: Ezee Placement ServiceLocation(s): Bengaluru+ View Contact
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